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Maria Cristina Lavazza, Andrea Fiacchi ,[object Object],Las Vegas, March 2007
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object]
Main idea Move from a hierarchical architecture to a  multidimensional  one Listen to the users requests for a better  findability  of the information Give the  same importance  to our viewpoint and his freedom of choice Filling the gap  between a public administration enterprise and its clients
What do we want to achieve our  clients  could find the  information  they needed the  information  could be find in an  easy  and more quickly way the  user is the king  and we work for him   Design a completely new website
What is Sviluppo Italia ,[object Object],business creation and development economic support for depressed areas of the country foreign investments in Italy It was created in 1999 through the  fusion of 6 public companies . It operates a series of financial incentives and support schemes that promote:
[object Object]
Why is it so difficult to be friendly? ,[object Object],an extremely  miscellaneous target public  (the young, the unemployed, male and female, small and medium enterprises, etc) the offer of a highly heterogeneous  range of services  (grants, tax breaks, competitions, etc) the need for  corporate communications  based on a coherent unitary style and language
Some important question Is it possible to apply an  e-business website logic  to a public administration portal? How can we make it  easier  for users  to find  documents on our website? Can we successfully imagine  search methods  that will offer users  maximum information  access as well as new business ideas? How can we improve not only info-searching but also  user experience ?
A long way to perfection ,[object Object],[object Object],[object Object],[object Object],[object Object],Each of these areas is like an independent website ,[object Object],[object Object],[object Object]
Up to our clients ,[object Object],[object Object],[object Object],[object Object],Quality of layout Effectiveness of navigation Caption 1: very bad 5: very good
[object Object]
How does an e-business site work ,[object Object],Colour Size Price Designer Shoes www.yoox.com
An  e-business  logic for a PA portal ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],We began re-planning the site using a  multidimensional logic   (inspired by facets classification)
Facets: how do we use them? ,[object Object],[object Object],How is the user going to go about looking for tax break number X?
How facets work in our portal How much money can I have? Can I require it? What can I do? What kind of help can I have? Where can I use it? MICROIMPRESA a financial tool aimed at starting up a business with some partners
Facets: how do we use them? ,[object Object],What we offer SHOP WINDOW … and a  false viewpoint  that contains all the instruments without any classifications + ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Facets: problems in using them ,[object Object],[object Object],[object Object],Who we are GROUP PRESENTATION 2  more  facets Highlights HOT TOPICS
Facets: the push & pull strategy THE CLIENTS TAKE WHAT THEY NEED PULL WE PROMOTE OUR PRODUCTS PUSH 3 false facets What do we offer – Highlights – Who we are 3 true facets who you are – where – what do you need
Guided search form In the  facet form  content is associated by selecting the categories in the 3 pure facets form. In facet navigation we would find all the pages dealing with our XYZ funding scheme indiscriminately  at the same level . We apply the form  only to the first page of each content , the only ones that would be front-end identified. Facets: how do they work?
Search tools: the users language ,[object Object],[object Object],[object Object],[object Object],[object Object],Multidimensional navigation has  great advantages  but need to be supported and integrated by other tools. Let see their descriptions and how they work.
Evolving search Evolving search is a backoffice tool that gives to the user not only the right answer but the  perfect answer  for him.  We are  creating a system  based on related items, where the principal contents are semantically connected with other contents. The evolving search  explores all the related items  and offers them as search results and related documents.
Guided search Offers a valid alternative to multidimensional navigation Allows  cross-linking  between facets It’s possible to refine search possibilities by using  sub-categories
Guided search ,[object Object],[object Object],[object Object],How many categories?  We reduced the number of search choices until we reached  just 4 facets  (one of them has a sub-facet)  and 50 categories
Making users into protagonist Listen to the user Do you remember our main idea? ,[object Object],[object Object],[object Object],Shortcuts Living thesaurus 2 easy and effective tools
Shortcuts Create   shortcuts  or easy paths for new users towards the most clicked areas New users can reach their information  as quickly as possible Shortcuts Users tend to visit some areas of the portal more than others, and are interested in some financial instruments and not in others
Living thesaurus The thesaurus behind our search system can enrich itself by absorbing terms used by clients   100 words  most frequently searched by our users Living thesaurus Users can insert terms in the free search box “ Why not  exploit these words  to create another kind of content classification? ” Combine folksonomy’s ability to  grasp  aboutness  with the authority and  findability  offered by a professional thesaurus.
One research, one tool ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object]
 
 
Preliminary test results ,[object Object],[object Object],[object Object],[object Object],[object Object],Average number of steps Average time of navigation new old new old
Re-finding Social publishing Social tagging Social media Company blog Our user co-operates, interacts in an autonomous way We meet our clients need by communicating in a straightforward way We make our client’s life easier by reminding him what has visited What do we see in our future? 1 2 3
New tools, new challenges Search history storage:  recognize the user through different navigation sessions (refinding). Social media:  our press release and news in a RSS compliant form. Social tagging:  integrate the clients keywords in an automatic way into the thesaurus.  Making visible the words searched more often. Corporate blog:  t o get closer to the users and to talk them more directly Social publishing:  our clients could write their on success stories in a dedicated area.  1 2 3
[object Object]

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When a public administration enterprise meets its citizens: changing perspectives, creating new tools

  • 1.
  • 2.
  • 3.
  • 4. Main idea Move from a hierarchical architecture to a multidimensional one Listen to the users requests for a better findability of the information Give the same importance to our viewpoint and his freedom of choice Filling the gap between a public administration enterprise and its clients
  • 5. What do we want to achieve our clients could find the information they needed the information could be find in an easy and more quickly way the user is the king and we work for him Design a completely new website
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  • 9. Some important question Is it possible to apply an e-business website logic to a public administration portal? How can we make it easier for users to find documents on our website? Can we successfully imagine search methods that will offer users maximum information access as well as new business ideas? How can we improve not only info-searching but also user experience ?
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  • 16. How facets work in our portal How much money can I have? Can I require it? What can I do? What kind of help can I have? Where can I use it? MICROIMPRESA a financial tool aimed at starting up a business with some partners
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  • 19. Facets: the push & pull strategy THE CLIENTS TAKE WHAT THEY NEED PULL WE PROMOTE OUR PRODUCTS PUSH 3 false facets What do we offer – Highlights – Who we are 3 true facets who you are – where – what do you need
  • 20. Guided search form In the facet form content is associated by selecting the categories in the 3 pure facets form. In facet navigation we would find all the pages dealing with our XYZ funding scheme indiscriminately at the same level . We apply the form only to the first page of each content , the only ones that would be front-end identified. Facets: how do they work?
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  • 22. Evolving search Evolving search is a backoffice tool that gives to the user not only the right answer but the perfect answer for him. We are creating a system based on related items, where the principal contents are semantically connected with other contents. The evolving search explores all the related items and offers them as search results and related documents.
  • 23. Guided search Offers a valid alternative to multidimensional navigation Allows cross-linking between facets It’s possible to refine search possibilities by using sub-categories
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  • 26. Shortcuts Create shortcuts or easy paths for new users towards the most clicked areas New users can reach their information as quickly as possible Shortcuts Users tend to visit some areas of the portal more than others, and are interested in some financial instruments and not in others
  • 27. Living thesaurus The thesaurus behind our search system can enrich itself by absorbing terms used by clients 100 words most frequently searched by our users Living thesaurus Users can insert terms in the free search box “ Why not exploit these words to create another kind of content classification? ” Combine folksonomy’s ability to grasp aboutness with the authority and findability offered by a professional thesaurus.
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  • 33. Re-finding Social publishing Social tagging Social media Company blog Our user co-operates, interacts in an autonomous way We meet our clients need by communicating in a straightforward way We make our client’s life easier by reminding him what has visited What do we see in our future? 1 2 3
  • 34. New tools, new challenges Search history storage: recognize the user through different navigation sessions (refinding). Social media: our press release and news in a RSS compliant form. Social tagging: integrate the clients keywords in an automatic way into the thesaurus. Making visible the words searched more often. Corporate blog: t o get closer to the users and to talk them more directly Social publishing: our clients could write their on success stories in a dedicated area. 1 2 3
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